founder and managing principal, Beagle Research Group
Denis Pombriant, is the founder and principal analyst of Beagle Research.Throughout a twenty–five year career in the software industry Pombriant has held multiple sales and marketing management positions in emerging companies. In 2000 Pombriant joined Aberdeen Group as a senior analyst and, over the course of the next four years, became one of the leading voices in CRM and on–demand technology. At Aberdeen Pombriant held positions of research director and vice president of the CRM practice.
Through his research and writing Pombriant identified several inflection points in the CRM market including the tipping point for acceptance of the on–demand model. His forecasts have accurately predicted the rise of platform computing several years ahead of the market.
Pombriant founded Beagle Research in January 2004 and continues to pursue an active schedule of research, writing and public speaking. His active CRM research areas include social media and communities, sales and marketing, delivery models including SaaS and Platform as a Service (PaaS).
Articles By Denis Pombriant
Empathy in an agent is great, but so is a take-charge attitude.
Posted 10 Mar 2017
This New Year, let's look past 2017
Lawmakers need help understanding and communicating with their customers (i.e., constituents)
Don't forget to fill it with people and process!
In the era of digital disruption, new tools can help you strive for authenticity
Ginormous switching costs mean that you should adopt a process orientation—immediately
It's what happens before and between transactions that will make your company stand out
With the help of journey mapping and analytics, you can engineer the customer experience from the customer's point of view.
Posted 13 Aug 2015
Modeling the end-to-end process can help avoid dead ends
Software puts a wide-angle lens on the business process.
Manage by exception to zero in on buyers' needs.
An outdated method breeds frustration—and innovation
The technology that changed business is now being changed by business.
Gaining insight from your data means rethinking its definition.
Gain a clear understanding of the state of your sales pipeline
All we know now is just a dress rehearsal.
As with baseball, customer service is a waiting game.
Why Mark Zuckerberg is not the father of social networking.
What works within companies might call for caution with customers.
All data may not be equal, but it may be equally important.
Incorporating video into your customer outreach is as simple as 1, 2, 3.
Subscription services lead the business revival
Lessons from the winners: go big, aim high.
What does the customer want? versus What does it cost?
The need to reduce travel spurs front-office solutions
The technologies will play a bigger role in everyday business processes and mobile devices
Make sure you're delivering messages that customers want to hear
Sustainability, in all its forms, may be the industry's next big thing.
Eventually, you have to start buying your competitors' clients.
Customers can get support from a variety of sources. They only get service from you.
An evaluation of the changes wrought by Salesforce.com's Marc Benioff.
CRM is changing, evolving to suit the demands of the moment.
Active engagement gives us a chance to better understand the customer.
The rebirth of layaway in an age of automation.
The notion of Peak Oil has more to do with CRM than you think.
The innovation you seek may come from your customers.
After years of trying, CRM still hasn't got a single place to capture and analyze relevant customer data.
Reconsidering the life cycle of customer interaction.
New systems will unleash a new round of creativity in business applications.
The real problem with contact centers runs deeper than you might think.
Wireless SFA solutions require access to data on a broader array of applications on larger platforms.
Experience be damned--creating a customer community is the best way to win wallet share.
A conflict is brewing between groups focused on managing costs and those focused on generating profit.
Change in computing will not be limited to technology--it will influence business models for every company competing in the traditional software arena.
New technologies help improve sales processes, but companies are not focusing enough on fundamentals.
The next step in CRM is to incorporate customer feedback.
It's time to alter how we think about financial rewards from technology investments--not all rewards are tangible.
Business process management, flexible hosted solutions, and return on customer will drive business decisions.
Malicious applications are challenging the Internet's integrity as a business tool.
"I don't have any data for this, so it might even be true."